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Return & Refund Policy
We are committed to providing high-quality lighting products and a positive customer experience. If you have an issue with a product or order, our team is available to help.
Please review the following Return & Refund Policy before requesting a return or refund.
1. Eligibility for Returns
Products may be eligible for return when:
The product is defective or damaged upon delivery.
The incorrect product was supplied.
The product does not match the specifications stated on the confirmed order.
A return has been specifically approved by our team.
Products must generally be returned in their original condition, including original packaging, accessories, documentation, and other supplied components.
2. Damaged or Defective Products
If your order arrives damaged or a product is found to be defective, please contact us as soon as possible.
To help us assess the issue, we may request:
Order or invoice information
Product details or model number
Photographs or videos showing the issue
Photographs of the packaging, where applicable
A description of the problem
Once the issue has been reviewed, we will advise you of the appropriate next steps.
3. Incorrect Products
If you receive a product that differs from your confirmed order, please notify us before installation or use.
After verification, we may arrange for the incorrect product to be returned and provide the correct product or another appropriate resolution.
4. Non-Returnable Products
Certain products may not be eligible for return, including:
Custom-made or specially configured products
Products manufactured specifically for a particular project
Products that have been installed, modified, altered, or damaged after delivery
Products that have been used contrary to installation or operating instructions
Products returned without prior authorization
Additional exclusions may apply depending on the nature of the product or project.
5. Return Authorization
Please do not send products back without contacting us first.
All returns must be approved by our team before shipment. Once a return is approved, we will provide the appropriate return instructions.
Unauthorized returns may be delayed or refused.
6. Refunds
Where a refund is approved, the refund amount will depend on the circumstances of the return and the applicable terms of the original order.
Approved refunds may be issued to the original payment method unless another method has been agreed upon.
Refund processing times may vary depending on the payment provider or financial institution.
7. Exchanges & Replacements
Where appropriate, we may offer a replacement product instead of a refund.
Replacement products are subject to availability and may have different lead times depending on product type and specifications.
For defective or incorrectly supplied products, we will work with you to determine the most appropriate resolution.
8. Shipping & Return Costs
Return shipping costs may vary depending on the reason for the return.
Where a product is confirmed to have been supplied incorrectly or is defective upon delivery, we may cover reasonable return and replacement shipping costs.
For other approved returns, shipping and handling charges may be the responsibility of the customer.
9. Inspection
Returned products may be inspected before a refund, replacement, or exchange is approved.
If the returned product does not meet the applicable return requirements, we may decline the return or adjust the available refund accordingly.
10. Order Cancellation
Cancellation requests should be submitted as soon as possible after an order is placed.
Orders that have already entered production, shipping, customization, or project fulfillment may not be eligible for cancellation.
For customized or specially manufactured products, cancellation terms may differ from standard products.
11. Warranty
Product warranties, where applicable, are governed by the specific warranty terms provided with the product or confirmed as part of the order.
A warranty claim may require proof of purchase, product information, photographs, installation details, or other documentation.
This Return & Refund Policy does not replace or modify any applicable product warranty unless expressly stated.
12. How to Request a Return or Refund
To request a return, replacement, or refund, please contact our customer support team and provide:
Your name and contact information
Order or invoice number
Product name or model number
Reason for the request
Relevant photographs or supporting documentation
Our team will review your request and provide the next steps.
13. Policy Updates
We may update this Return & Refund Policy from time to time to reflect changes in our products, services, business practices, or applicable requirements.
Any updates will be published on this page with a revised “Last Updated” date.
14. Contact Us
If you have questions about returns, refunds, replacements, or warranty claims, please contact our customer support team.
We are committed to resolving product and order concerns fairly, efficiently, and professionally.
